TENANT FAQs
You've got questions, we've got answers.
General Questions
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When is my rent due?
Rent is always due on the 1st of the month and late after midnight of the 5th. You can pay your rent directly through your tenant portal and this is the best way to pay.
There is a 5% late fee for payments not received by the 5th.
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How do I pay rent?
You can pay with e-check or debit/credit card through your online tenant portal. There is no processing or convenience fee if you choose the e-check option. If you choose to pay with debit or credit card, there is a fee.
You can drop off or mail in checks and money orders to our office located at 1720 E. Franklin Street Chapel Hill, NC 27514. All checks and money orders should be made out to Mill House Properties. Be sure to include your name and property address on the money order or check.
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How do I pay my security deposit?
You can pay your deposit the same way you pay rent--directly through your online tenant portal. While rent can be made in separate payments if you have roommates, the deposit needs to be paid in one payment for the total amount due.
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How do I submit a maintenance request?
Maintenance requests should be submitted directly through your tenant portal. Be as specific as you can so we have plenty of information to pass along to our maintenance team. You can even attach photos if that helps explain the issue.
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My lease recently ended and I moved out. When should I expect my security deposit?
We have 30 days from the end of your lease to refund your security deposit, which we will send as a check via USPS. If we need more time (for instance, if there is damage that needs to be addressed, or we have a large number of deposits to process), we may take an additional 30 days to refund the deposit. If that is the case, you would receive an interim accounting statement during the first 30 days notifying you of the extension.
Moving In
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When can I pick up my keys?
You must make an appointment to pick up your keys. Key pick-ups vary by location but typically keys cannot be picked up before 11 am on the day your lease starts, and not on weekends.
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What must be completed before I pick up keys?
All money owed (prorated rent, security deposit, and any fees) must be paid in full, and utilities must be turned on in your name before keys will be released to you.
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Who can pick up keys?
We will only hand out keys for each property at one time/appointment. We will not make separate appointments for different lease-holders. Anyone on the lease can pick up keys, or a friend/family member can pick them up. If someone other than a tenant on the lease will be picking up keys, we must receive advanced notice via email at least 24 hours prior to the appointment time.
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Is my new home cleaned before I move in?
Yes! All of our properties are thoroughly cleaned before you move in to the standards of Mill House Properties, which includes professional carpet cleaning. While we realize that everyone may have a different definition of "clean", you are accepting the condition of the home as is.
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Do I have to have utilities turned on in my name by my lease start date even if I'm moving in later?
Yes! You will receive a Utility Transfer Form (UTF) from us outlining which utilities must be put into your name. This must be done before your lease start date, and we will not hand out keys if this is not completed and your UTF has not been submitted. Failure to have utilities transferred into your name will result in a $100 fee.
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Will there be a move-in inspection?
Yes, you will need to complete a move-in inspection within 7 business days of moving in. We will provide you with a web form to fill out and encourage you to take your time and be thorough, as you may notice things after a few days that you did not on the first day. This is for your protection as it informs us of the condition of the property when you moved in from your perspective and helps to clarify liability in terms of damage or imperfections that were already present. Mill House Properties will not be present for your move-in inspection. You will complete the form and submit it electronically.
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What should I do about maintenance issues I discover during my move-in inspection?
While you are more than welcome to note any maintenance issues on your inspection form, this is not a call to action to our maintenance team. If you have any issues that need to be addressed, you will need to put in a work order through your tenant portal.
Moving Out
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Is there any paperwork I need to fill out?
Yes! We need you to complete a notice to vacate form so that we know where we should send your security deposit.
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If I have roommates will we each get a check for our security deposit?
No! On your notice to vacate, you all will agree to whom the deposit will be sent. Security deposits are refunded in one check to one tenant.
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How and where should we return keys?
All keys need to be returned at one time on or before the last day of your lease. You will be charged rent for additional days if all keys are not returned on time.
If all keys are not returned, you may be charged to have the locks re-keyed. Keys need to be returned in a clearly marked envelope with the property name indicated.
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Do I need to clean the property when I move out?
Yes, please! Make sure that the whole property is left clean: this includes ALL rooms, appliances, ceiling fans, HVAC return filter grille, carpet/floors, etc. If you are responsible for mowing or landscaping at your property, please perform any yard maintenance before you move out.
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Will you dispose of any items left behind in or outside the property?
Yes, however you will be charged for any personal items left behind. Please remove all trash and personal belongings when you move out. For larger household items that need to be disposed of, contact the town and schedule pick up through them.
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Should I have the carpets cleaned when I move out if I have carpet in my property?
Yes! If you have the carpets professionally cleaned, please submit a receipt when you turn in your keys. Please note that even if you do have them cleaned, you could still be charged for excessive wear, staining or damage.
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Will utilities automatically switch out of my name or do I need to contact the utility companies directly?
If you are responsible for utilities, you will need to contact the utility provider to take service out of your name. If you are billed by a 3rd party (EBS, Guardian, etc.) MHP or the HOA will take care of the switch for you.
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What should I do about mail delivery?
Please make sure you contact USPS directly to begin forwarding mail to your new address. It is a good idea to set that up a few weeks before you move out.
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When should I expect my security deposit to be refunded?
Security deposits are typically refunded from our system within 30 days of move out and sent your way via USPS. If needed, we can notify you in writing that we will be taking an additional 30 days to complete the refund process.
Maintenance
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Where should I submit Maintenance Requests?
All requests for maintenance need to be submitted through your online tenant portal. Please be as specific as possible.
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Is there a number I can call for emergencies?
Yes! For true emergencies call 919-585-4970.
We consider the following a true emergency:
- No heat when it is colder than 50 degrees outside
- No AC when it is hotter than 90 degrees outside
- A broken water line or flooding (not minor leaks)
- Sewer backup
- A broken lock/ being locked out is *not* an emergency. You will need to call a locksmith if this happens after hours (and you will be responsible for the charge).
- Broken gas line or leak (natural gas smells like rotten eggs) - call the gas company first!
- Fire - call 911 first!
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Am I responsible for changing my light bulbs, air filters and smoke detector/CO batteries?
Yes!
- You are responsible for replacing lightbulbs (including fridge bulbs, fluorescent bulbs, etc.). We are able to come out and help you change any bulb that is in a dangerous location or is too high for you to reach from a step ladder, but you may be charged for the bulb itself.
- You are also responsible for changing your own air filter(s). We suggest doing so every 30 days (or following the instructions on your specific filters).
- Finally, you are responsible for changing any smoke detector/CO batteries throughout your tenancy. Additionally, you should test smoke detectors and CO detectors every month.
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Am I responsible for paying for maintenance services?
Yes and No.
Maintenance or damage caused by improper use or negligence can be charged to the tenant. You could also be charged for any larger maintenance issues that result in smaller issues not being reported.
That being said, most maintenance requests are simply due to normal wear and tear. Sometimes a toilet won't stop running or a dishwasher might break. Most maintenance is not charged to the tenant.
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What do I do if I see a bug or two in my home?
Tenants are the first line of defense when it comes to pests. Use the product of your choice to try and solve the issue. We will step in if what you are doing is not having an impact on the problem.
If we send someone out to spray for an infestation and there is no true issue or the issue is tenant caused, you could see charges for the exterminator's visit.
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What should I do if I have a leak at my property?
Always try to stop the source of the water first. Please turn off the water at the source of the issue (base of toilet/sink) or shut off the water to the whole property if you can (often condos have a shut off near the hot water heater).
If you can't shut off the water, try to control it as much as you can. You could put a bowl or bucket under the drip or leak. Move any valuable items away from the leak.
Then be sure to put in a maintenance request or call emergency maintenance depending on the severity of the situation.
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What should I do if I'm not getting power to an outlet, appliance, or other area of my home?
In the event of an electrical problem, you should check all coordinating light switches, flip all switches in the breaker box (sometimes it helps to flip them on-off-on), check to see if any fuses have blown and need replacing, or push the GFI button on the electrical outlet before sending a maintenance request.
Sometimes there are several GFI outlets on one circut and they might be in different rooms throughout the house.
If we have to send out an electrician to address an electrical issue, and all they have to do is flip a breaker/switch, replace a fuse, or reset a tripped GFI outlet you could be charged for that maintenance trip.
Lease Changes
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Can I have a sub-letter?
We don't allow sub-letters. We do, however, allow our tenants to designate permitted occupants to stay in the property. We also allow tenants to have someone take over their lease through a process we call a Change of Tenant.
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What is a permitted occupant?
A permitted occupant is our version of a sub-letter. A permitted occupant is allowed to live in the property but is not legally or financially responsible. A permitted occupant will NOT be able to set up an online tenant portal and should ask another tenant to pay rent and put in maintenance requests on their behalf.
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How do I add a permitted occupant?
Anyone over the age of 18 intending to live at the property must fill out an application. There is a $65 application fee. Permitted occupants do not need to provide proof of income.
If the application is approved, a Permitted Occupant Addendum will be sent out to all the current tenants on the lease to review and initial. Permitted occupants are not liable for damages and any rent owed. There is a $100 fee for each Permitted Occupant Addendum.
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What is a Change of Tenant?
A Change of Tenant (COT) is our process for adding or removing tenants on the lease. There is a $150 fee associated with this process and it transfers all legal and financial responsibility from the vacating tenants to the remaining and/or new tenants.
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How do I proceed with a Change of Tenant?
If you have found someone to take over your lease or found someone to replace you on a lease with remaining tenants, the first step is to let us know the potential tenant's full name, phone number, and email address. With this information, we will send along the application for them to complete. There is a $65 application fee. Any applicant must provide proof of income (3 times their portion of the rent) or have a guarantor apply as well.
Once the application is approved, all tenants (leaving, remaining, and new) will be sent the Change of Tenant Addendum to sign. There is a *$150* fee associated with this process that will be posted to the account. Any tenant can pay the fee through their portal.
Keep in mind that with a Change of Tenant, the deposit will remain with the property. We will not be doing any move out/move in inspection and no portion of the deposit will be refunded to you. Deposits are always refunded in one payment, to one tenant at the end of the lease.
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I've had a change in circumstance and I need to move before the end of my lease. What are my options?
If you've bought a home, are studying abroad, or need to move before the end of you lease for some other reason, you do have a few options.
You are bound to the full terms of your lease, however you can find someone to take over your lease. Typically, this would be the Change of Tenant option described above.
If you are having no luck in your own efforts, or if you simply want to take advantage of our marketing resources, the Early Marketing Program is a great option. The EM Program is only available to situations where everyone on the lease is intending to move out. We do not provide this service for tenants looking for new roommates.
There is a $300 fee associated with this program, however that does include the Change of Tenant fee.
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What is the Early Marketing Program and how do I sign up?
The Early Marketing Program (EMP) is a great option if you need help finding someone to take over your lease. While we provide no guarantee that we will be able to find someone to take over your lease, we have had great luck in the past.
We will market the property via our website and show the property to potential tenants. The $300 fee covers the marketing and the showing of the property, as well as the Change of Tenant fee ($150).
Keep in mind that with a Change of Tenant, the deposit will remain with the property and transfer to the new tenants. We will not be doing any move-out/move-in inspections and no deposit will be refunded to you by Mill House Properties.
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